What are the responsibilities and job description for the Front Desk Agent position at TownePlace Suites Iron Mountain?
Schedule Requirements:
- This position is part time only: number of shifts depends on season
- This role requires availability for both AM and PM shifts, shifts will vary by week based on business needs
Job Summary
The front desk associate's main responsibility is to provide an exceptional guest experience while completing Veridea's sales-related requirements. The successful front desk associate will provide guests with concierge-like, solution-oriented service, while acting as an in-house sales representative.
The front desk associate's main responsibility is to provide an exceptional guest experience while completing Veridea's sales-related requirements. The successful front desk associate will provide guests with concierge-like, solution-oriented service, while acting as an in-house sales representative.
Essential Functions
1. Act as a concierge for guests. Possess a knowledge of the local area and the community's offerings. Interact with guests in a sincere, professional, and courteous manner, going above and beyond normal responsibilities to do whatever it takes to ensure absolute guests satisfaction.
2. Act as an in-house sales representative for the hotel. Engage with guests, capture relevant information, and distribute it to hotel management staff for contract negotiation.
a. Complete all reporting requirements issued by Director or Revenues and Sales.
b. Demonstrates the use of sales techniques to effectively sell the property, maximizing occupancy and average rate
Operational Functions
1. Register and process guests promptly upon arrival and departure.
2. Performs all guest accounting functions according to established hotel operating procedures to ensure all guest and house accounts are complete and accurate.
3. Demonstrate a working knowledge of all services and facilities of the hotel.
4. Adheres to all established credit and inventory control procedures to minimize exposure to loss of revenue.
5. Receives and processes telephone and walk-in reservations accurately to ensure guest satisfaction.
6. Resolves guest issues, complaints, or problems going to any length to accomplish this.
7. Professionally and competently operates the telephone system according to Veridea standards.
8. Acts as manager on duty in the absence of management staff
9. Understands and applies all hotel safety and security procedures to maintain a secure and safe environment for employees and guests.
10. Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so prompt corrective action can be taken.
11. Proactively seeks out other duties and responsibilities to effectively benefit the operation of the hotel.
Qualification Standards
1. Be friendly and cheerful; interact easily with strangers
2. Complete sales requirements
3. Be solution-oriented
4. Cooperate with and support others
5. Observe, react quickly, and adjust to different guest situations
6. Quickly learn front desk technical procedures such as: check-in, check-out, selling skills, computer operation, telephone operations, etc.
7. Operate computer or cash register to handle monetary transactions and give correct change.
8. Work well on multiple tasks at the same time
9. Cope with unusual circumstances, showing self-control during excitement
10. Possess strong organizational skills and strong detail orientation
11. Physically manipulate equipment such as: cash register, computer, credit card machines, telephone console/switchboard, calculator, etc.
12. Grooming must meet property standards.